Hilton Garden Inn Charlotte/Concord — Hotel in Concord

Good afternoon,

On the weekend of June 1, 2019, I hosted The Red Ink Conference in Concord, NC at The Hilton Garden Inn, Concord. Leading up to the date of the event, my communication with Amy was always positive and engaging regarding the planning of the event. When I checked in, I realized that the hotel had The Red Ink Conference on their promotional boards for 8:30-6 throughout the hotel. I asked for those to be changed to 8-5. They were never changed, even up through the day of the event. This caused my attendees to come to the conference later than they needed to, which was 8 am to check in for registration. In addition, we were supposed to have handheld wireless mics for the speakers. We instead had one wired mic, and a lavalier mic, which we consistently had to spend time switching and hooking up between speakers (there were four speakers). One speaker had to hold the black box to the lavalier mic because she wore a dress. We constantly had to run to the front desk to ask for the climate to be changed from too cold to mild, which the front desk eventually turned off the air altogether, so it was then hot inside the room. We always had to run and find someone. There was never anyone checking in with us to see if we needed anything or how we were doing as far as the event. The server who was handling our food and beverage had a nasty attitude and acted like she didn’t want to answer questions. The biggest inconvenience of all was the fact that I was told I could set up the room at 5 am Saturday morning with my swag bags and items on the tables for décor. When I walked into the room at 5 a.m. the tables were bare and there were no chairs around the tables. According to the one person who was responsible for switching the room over, the linens were still in the dryer at 5 a.m. However, I was told he would be setting my room up at 11 p.m. when he came in the night before. What happened between 11 p.m. and 5 a.m. the next morning? Not much. I could not set up the room until 6/6:30 a.m. which caused me to be late showering, dressing and being back downstairs to greet volunteers who were arriving at 7:30. In addition, my event planner (who couldn’t come to the conference itself) got a charge of $950 from the hotel on her credit card and she never checked into the hotel! When she called and addressed the matter with Shana at the front desk, Shana was snappy with her and told her the charges would be removed from her account in 5-7 business days. But this was a person who didn’t have a room reservation, nor did she ever check in, yet The Hilton Garden Inn showed her checking in on Wednesday! She lives in Detroit! My speaker Sulondia Hammond was charged for a room, when in actuality, as the event host, I paid for all speakers’ rooms. So not only is her room pending on my credit card, but also on her credit card account. She was also told it would be 5-7 business days before the release. This should have never happened. Lastly, my other speaker Valerie J. Lewis Coleman had a problem checking in and out because of how her last name was entered into the system. She also said the vent in her bathroom of her room dripped like a leaky faucet when the A/C was on. She had to sleep with the bathroom light on and the fan on to not hear the drip in the middle of the night. I have hosted this conference at several Hilton Garden Inn locations in various states. This was by far the worst experience. The customer service was average at best, and there was nothing done to go above and beyond our expectations as consumers and guests. I don’t mind paying for excellence when excellence is delivered. But this experience, to say the least,...

We travel the east coast, and Hilton is our go-to stop for rest . We are a large group 5 kids 4 adults, 3 dog's so we get 2 rooms always . This time our stay was for 5 days becouse my daughter was having truck problems so we picked this hotel for the pool . on checking in i was told yes we have an indoor pool and was directed to where it was, no one told us that the pools heater was not working! we get all the kids ready, go to the pool, and can not get in it .. i go and ask about why the pool is so cold?? i was told because it is cold outside!! i said "no it should be heated." Then i was told, " we have been doing renovations??" What?? Well, i told them we had 5 kids ages ranging from 2 -9, You would think that they would give us a room on the 1st floor, no they did not . So today I learn that the pool is fixed and it is warm now,(I over heard this information), because the truck was in the shop the kids were cooped up in a hotel room for days so when we got the truck back We took the kids to the trampoline park when we got back to the hotel we wanted to stay another night so the kids could swim . I was told we were not allowed to stay another night because of the complaints about the banging on the floor( kids) I have spent an insane amount of money at this place the breakfast was not free 9 people to feed ,not to mention the bar and restaurant..then today I was told we could of payed $10 more a night for a free buffet.(i am told this the day before we check out) I am extremely disappointed...now everyone has been very nice about things, even the front desk clerk that had to tell us we couldn't stay said he would just move us to another room .. now, like I said, we stay at Hilton a lot, and this is only the 2nd time I have been disappointed , And there is nothing I can do about it! my family is really upset. I am a Hilton honners member for whatever that is worth ? I did not argue our get angry, I am extremely disappointed in the way this was handled!! we have a 9 hr drive ahead of us,i had a long day i could really use one more night in the hotel if anything to use the pool .. This is poor listening skills and poor management. My bill is almost $4,000.00, and they can't come up with a solution for us to stay one more night?? hell, one of the complaints wasn't even us it was made at 1:30 am ... WE WERE SLEEPING!!!!! I am assuming not one of these people have kid's. Just the 2 year old walking across the room is probably the loudest one . Also, the coffee machine was broken the whole time it was only today that it was fixed, and it isn't free they want $3 a cup.. And there are no trash cans outside . My granddaughter filled a trash bag with trash from the dog walking yard... filled a bag !! and was asking for another one .. She wants the world to be clean. Oh!! let's add more!! I wanted to order some food at the restaurant that opens at 5 it was 5:30 I was told by the lady at the front desk that she wasn't taking orders because the bar tender wasn't there but I was welcome to look at the menu so I did I waited maybe 10 more min no bartender I asked if I could order from My room and then come down and retrieve it .. I was told, " No, we don't have room service ( says on Line that they do). I repeated myself, saying again I will come down and retrieve it again I was told no !!! For the cost of the rooms, food and drinks I truly...

Do not stay at this Hotel! The only thing nice about this Hotel was the the main lobby - clean, modern and updated. The rooms are horrible! They are old and dated. The beds and bedding were old and very uncomfortable, including the pillows which were like laying on sheets of paper they were so thin. We had two Queen beds and both were terrible - one definitely needed to be sent to the dumpster! You could feel the springs in your back and it dipped down when you lay on it. It had no support whatsoever! Absolute, worst 2 nights of sleep! Woke up cranky from lack of sleep and being so sore in the morning that you could barely walk around. Not something you want to deal with when you are on vacation! The A/C unit had an annoying rattle - upon investigation we found the two filters were completely covered in a inch or more worth of dust and grime. It looked like they hadn't been cleaned in years - disgusting! We clean it ourselves - your welcome Hilton! The room was dark and gloomy, even with all lights/lamps lit. The TV was dated and the remote only worked half the time (had to push buttons 10-20 times before they would work) - frustrating! The shower curtain was old and ripped and didn't keep the water from flooding out behind the toilet every time. We had to use our towels to sop up the water. We asked the one staff person up front to send dry, clean towels up to our room - we NEVER received them of course! The staff and house keeping were non-existent! Finally, for the price you pay per night you would think you would at least get complementary breakfast included, or at least some coffee, juice or something! Most other hotels provide this. Needless to say I would not recommend...